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Complaints & Appeals Policy

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Introduction

This Complaints and Appeals Policy has been developed in alignment with the Standards for Registered Training Organisations (RTOs) 2025, reflecting FAP First Aid’s commitment to learner protection, fairness, and continuous improvement. The policy ensures that all complaints and appeals are not only appropriately documented, but also acknowledged and resolved in a manner that is fair, consistent, timely, and transparent.

Scope and Application

This policy applies to all individuals engaged with FAP First Aid, including but not limited to:
  • Students and prospective learners
  • Staff and trainers/assessors
  • External stakeholders, including employers and placement partners
It serves as a structured framework for managing:
  • General complaints regarding services, behaviour, or facilities
  • Appeals against decisions made by FAP First Aid in relation to enrolment, academic outcomes, assessment, or disciplinary action
All parties are expected to comply with this policy, which must be applied consistently and without bias across all training programs, delivery modes, and geographic locations.

These requirements ensure integrity in national VET data reporting and compliance with our RTO registration under the Standards for RTOs 2025.

Overview

The purpose of this policy is to clearly outline the procedures available to raise and resolve concerns regarding the conduct, services, or decisions of FAP First Aid. We recognise the right of individuals to express dissatisfaction and seek a fair review of decisions that affect them. This policy promotes a culture of open communication, respect, and accountability, ensuring that concerns are addressed at the earliest possible stage and in accordance with the compliance requirements set out under the RTO Standards 2025.

Policy

FAP First Aid recognises that occasional instances of dissatisfaction may arise and acknowledges the need to promptly address and rectify the underlying issues. In such situations, FAP First Aid encourages feedback from the dissatisfied party, facilitating the pursuit of resolution and considering any resultant insights for integration into FAP First Aid’s continuous improvement cycle. FAP First Aid is dedicated to addressing all complaints and appeals in a fair, constructive, and timely manner.

FAP First Aid ensures the incorporation of principles of natural justice and procedural fairness in its operations by:

  • Timely handling of complaints and appeals, ensuring that complainants and appellants remain informed of the process after the submission of a complaint or appeal.
  • Preserving privacy and confidentiality during the investigation of all complaints and appeals.
  • Affording complainants and appellants the opportunity to present their case.
  • Enabling complainants and appellants to participate in moderation when necessary.
  • Operating in an impartial and unbiased manner in the handling of all complaints and appeals.
  • Maintaining a comprehensive register of all submitted complaints and appeals, including their outcomes.
  • Ensuring the acknowledgment of all complaints and appeals.
FAP First Aid acknowledges that any student holding a complaint or appeal has the right to raise it, expecting that every effort will be made to resolve it in line with this policy, without fear of prejudice or reprisal.

Overview of the Complaints Process

  • Contact FAP First Aid administration via email or telephone to request a Complaints/Appeals form. Upon receipt, complete and return a copy of the form to FAP First Aid for processing. Acknowledgment of the complaint will be conveyed in writing via return email, typically within 48 hours.
  • If the learner wishes to remain anonymous, they must clearly indicate this on the Complaints/Appeals form.
  • An investigation into the learner’s complaint will commence immediately, possibly necessitating interviews with FAP First Aid’s Management. Any interview requirements will be scheduled within 21 days of receiving the complaint, and interviews may be conducted via telephone or in person.
  • Following the interviews, Management will collate all evidence to render a determination. This process usually takes around 14 days. Upon completion of the investigation, the learner will receive formal correspondence from FAP First Aid outlining:
  • The outcome and decision related to the complaint.
  • The rationale behind the decision.
  • If the learner is dissatisfied with the decision, they may submit a formal appeal or seek assistance from one of the following authorities:
  • National Training Complaint Hotline Phone: 13 38 73
  • The relevant state Training Ombudsman
  • FAP First Aid endeavours to reach a mutually acceptable resolution for all complaints within 45 days. If, for any reason, the process needs an extension or is anticipated to exceed the thirty-day timeframe, FAP First Aid will promptly inform the learner of the delay.

Overview of the Appeals Process

  • If a learner disagrees with an assessment decision, they must first discuss this with their trainer.
  • If the learner remains dissatisfied after this discussion, they must then contact FAP First Aid administration to obtain a Complaints/Appeals Form.
  • Upon receipt, complete and return a copy of the form to FAP First Aid for processing. Acknowledgment of the appeal will be conveyed in writing via return email, typically within 48 hours.
  • All appeals against assessment decisions must be submitted within 7 days of the assessment decision being made. Appeals submitted beyond this timeframe will only be accepted if approved by the GM.
  • An investigation into the learner’s appeal will commence immediately, potentially requiring an interview with FAP First Aid GM. Any interview arrangements will be made within 7 days of receiving the appeal and may be conducted via telephone or in person.
  • Following the interview, the GM will appoint an independent assessor to review the original assessment evidence and make an informed judgment. This process usually takes around 7 days.
  • Within 7 days of completing the investigation, the learner will receive formal correspondence from FAP First Aid detailing:
  • The circumstances surrounding the appeal.
  • The investigations conducted
  • The findings of the investigations.
  • The outcome and decision regarding the appeal.
  • If the appeal confirms that the original assessor’s decision was correct (upheld), the learner will have the opportunity for reassessment, provided they have not exceeded FAP First Aid’s maximum resubmission attempts. In such cases, the learner will be required to request and extension or re-enrol in the relevant unit/s of competency. Fees may apply.
  • If the appeal confirms that the original decision was incorrect, the learner’s result will be adjusted.
  • The rationale behind the decision.
  • If the learner remains dissatisfied with the decision, they may seek assistance from one of the following authorities:
  • National Training Complaint Hotline Phone: 13 38 73
  • The relevant state Training Ombudsman
  • FAP First Aid aims to reach a mutually acceptable conclusion for all appeals within 30 days. In cases where the process needs an extension or is expected to exceed the thirty-day timeframe, FAP First Aid will promptly inform the learner of the delay.